Presented by Rick Reynolds of Ask Forensics at the 7th Annual Marketing & Sales Summit.
Did you know that many of your multi-million dollar strategic accounts could be at risk without you even knowing it? Sales and account forensics investigations into $3 billion worth of client accounts reveal that 79% of the profiled strategic accounts exceeding $15 million are “at risk”. In most cases companies are unaware of this, and it can cost millions of dollars in lost accounts each year. It’s like an undetected disease with huge implications. Losing one account can seriously impact bottom line performance, but the good news is, moving the needle in the positive direction will generate significant revenue and profit.
When you cut through all of the clutter, it boils down to one thing—service quality. This is customers’ most critical need and, for the most part, companies are effectively providing service quality. The question that should worry executives is: If on the surface we are doing well, then why are so many accounts “at risk”?
This presentation will address the often undetected, not-so-obvious cracks in client relationships that put critical client accounts “at risk.”
More information: http://marketingsalessummit.com/how-to-fortify-and-grow-critical-accounts-2/
Presented by Rick Reynolds of Ask Forensics at the 7th Annual Marketing & Sales Summit.
Did you know that many of your multi-million dollar strategic accounts could be at risk without you even knowing it? Sales and account forensics investigations into $3 billion worth of client accounts reveal that 79% of the profiled strategic accounts exceeding $15 million are “at risk”. In most cases companies are unaware of this, and it can cost millions of dollars in lost accounts each year. It’s like an undetected disease with huge implications. Losing one account can seriously impact bottom line performance, but the good news is, moving the needle in the positive direction will generate significant revenue and profit.
When you cut through all of the clutter, it boils down to one thing—service quality. This is customers’ most critical need and, for the most part, companies are effectively providing service quality. The question that should worry executives is: If on the surface we are doing well, then why are so many accounts “at risk”?
This presentation will address the often undetected, not-so-obvious cracks in client relationships that put critical client accounts “at risk.”
More information: http://marketingsalessummit.com/how-to-fortify-and-grow-critical-accounts-2/
How to Optimize the Internal Customer Experience with Service ManagementCloud Sherpas
Every employee in your organization is an internal customer, and the quality of their experience does matter. Given that optimizing the internal experience can lead to several key business benefits, how can you improve yours? Introducing service management can help. Review this presentation to learn more about what that means and how to get started.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Neil Potentier's (Customer Service Excellence Assessor and Practitioner, Assessment Services Ltd) presentation to the CILIP 2017 Conference in Manchester #CILIPConf17
Identifying and addressing the components that make for excellent customer service. Looking at your people implications to deliver excellent service. The use of the Customer Service Excellence Standard to drive and validate your journey to excellence.
Services are experiences. Managers should not focus only on service attributes ( functional benefits) to build a competitive advantage but to understand customers interactions as a sources of emotional responses that can create customer loyalty. It requires an understanding of the emotional process and an ability to emphatise with customers
The Service Profit Chain
Customer Lifecycle
Profitably Serving Customers
Followed by:
Part One – Linking the Customer Lifecycle and Business Logic
Part Two – Developing the Customer Value Package
Part Three – Developing Service Products to fill the Value Package
Part Four – Understanding Service Pricing Strategies
Part Five – Improving Margins through the Service Value Chain
How to Optimize the Internal Customer Experience with Service ManagementCloud Sherpas
Every employee in your organization is an internal customer, and the quality of their experience does matter. Given that optimizing the internal experience can lead to several key business benefits, how can you improve yours? Introducing service management can help. Review this presentation to learn more about what that means and how to get started.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Neil Potentier's (Customer Service Excellence Assessor and Practitioner, Assessment Services Ltd) presentation to the CILIP 2017 Conference in Manchester #CILIPConf17
Identifying and addressing the components that make for excellent customer service. Looking at your people implications to deliver excellent service. The use of the Customer Service Excellence Standard to drive and validate your journey to excellence.
Services are experiences. Managers should not focus only on service attributes ( functional benefits) to build a competitive advantage but to understand customers interactions as a sources of emotional responses that can create customer loyalty. It requires an understanding of the emotional process and an ability to emphatise with customers
The Service Profit Chain
Customer Lifecycle
Profitably Serving Customers
Followed by:
Part One – Linking the Customer Lifecycle and Business Logic
Part Two – Developing the Customer Value Package
Part Three – Developing Service Products to fill the Value Package
Part Four – Understanding Service Pricing Strategies
Part Five – Improving Margins through the Service Value Chain
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
Total quality management (TQM) has been defined as an
integrated organizational effort designed to improve quality at
every level.
The process to produce a perfect product by a series of measures
require an organized effort by the entire company to prevent.
According to international organization for standards defined
tqm as, “TQM is a management approach for an organization,
Understanding and Managing the Service Profit Chain | Aegis Global AcademyAegis Global Academy
Management Institute in Coimbatore, India offering management development program. Site provides information on courses, admission, student life, faicilities, and placements.
1-Customer Service Operations ppt Material.pptxetebarkhmichale
o demonstrate why customer profiles matter, let’s look at a few examples:
For “Attitudes,” you might ask a customer whether they’re confident about financial matters. If their answer is “No,” that customer could potentially be a good candidate for financial advising services.
For “Personal Preferences,” you might ask a customer whether they prefer to handle customer service inquiries on their own, or if they appreciate a helping hand. If they prefer the former, you might recommend that they use your mobile banking application for self-service.
For “Milestones,” if your customer indicates that they were recently married, it might make sense to target them with a personalized marketing campaign offering low interest home loans.
You’ll notice that, in each of these examples, the customer’s preferences, values, and interests are treated as a top priority, and your bank is positioned to engage accordingly. That’s because a true customer-centric banking model not only helps financial institutions gain a 360-degree view of the customer and uncover valuable insights, it also represents a commitment to making customers feel as though their bank truly understands what they want and need.
Now that we’ve covered the basics of customer segmentation in banking, let’s take a minute to talk technology — after all, customer profiles don’t just build themselves. A customer relationship management (CRM) system gives banks a centralized database in which they can store customer data and develop customer profiles. By granting your employees access to this repository, you enable them to regularly update profiles with new information after each interaction and to use the information contained within a customer’s profile to provide more personalized service. Figures show that adding this kind of human touch to the customer experience benefits customers and employees alike: Among employees who report that customer-centricity is a key priority within their organization, 73% find their work meaningful.
Be Proactive With Predictive Analytics
Another way to pair strategy and technology for greater customer-centricity in banking is with predictive analytics. When accumulated over time, the data within a CRM system can be used to identify behavioral patterns and build predictive models that reveal valuable customer insights or operational inefficiencies. For example, if a customer has a documented history of visiting branch locations in person, they’re likely to do so again in the future. Although this is a relatively simplistic example of predictive analytics in action, it gets the basic point across.
For a more complex understanding of how predictive analytics can help you develop a more customer-centric approach in banking, let’s say you want to proactively look for ways to optimize how your call center handles customer inquiries. After analyzing call history data sets across different customer demographics — for example, Baby Boomers, Gen X,
Understanding the Customer Journey by Peggy KlingelPeggy Klingel
This is a simple reminder of some basics we often forget when working with customers. Paying attention to the customer experience throughout the life cycle of the customer increases satisfaction, drives revenue and lowers customer service costs positioning companies for profitable revenue growth.
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Seamless gutters live up to their name: they are uncomplicated gutters that flow freely without needless joins or seams. They do have seams, but they are limited to the downspouts and corners. Painted metal is used to make seamless gutters. If you're wondering why seamless gutters could be preferable to traditional ones, keep reading this ppt for the advantages.
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Upvc Bathroom Doors Price and Designs In Keralabpshafeeque
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When renovating or designing a bathroom, the choice of doors plays a pivotal role in ensuring both functionality and aesthetics. In Kerala, UPVC (Unplasticized Polyvinyl Chloride) bathroom doors have gained popularity for their durability, water resistance, and modern designs. This article delves into the pricing of UPVC bathroom doors in Kerala and why they are a preferred choice for homeowners.
#### Benefits of UPVC Bathroom Doors
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3. **Low Maintenance**: UPVC doors require minimal upkeep, saving homeowners time and effort.
4. **Energy Efficiency**: They provide good insulation, helping maintain a comfortable bathroom temperature and reducing energy costs.
5. **Aesthetic Variety**: Available in various colors and designs, UPVC doors can complement any bathroom decor, from modern to traditional.
#### Price Range of UPVC Bathroom Doors in Kerala
The cost of UPVC bathroom doors in Kerala varies depending on factors such as size, design, and additional features. Here's a general overview of the price range:
- **Basic Models**: Simple UPVC bathroom doors start from ₹2,500 to ₹5,000. These doors are functional and offer essential benefits like water resistance and durability.
- **Mid-Range Models**: For more intricate designs or additional features such as frosted glass panels or metallic handles, prices range between ₹5,000 and ₹10,000.
- **Premium Models**: High-end UPVC bathroom doors, which may include custom designs, advanced locking systems, and superior finishes, can cost anywhere from ₹10,000 to ₹20,000 or more.
#### Conclusion
UPVC bathroom doors are an excellent investment for homes in Kerala, offering a blend of practicality and style. With a wide range of prices and designs available, homeowners can easily find a UPVC door that fits their budget and enhances their bathroom’s aesthetic appeal. When choosing a UPVC bathroom door, consider the specific needs of your space and the long-term benefits these doors provide. Investing in a quality UPVC bathroom door ensures a durable, low-maintenance, and stylish addition to your home.
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2. Today’s Format
Open forum for discussion on how you
approach Quality and Customer
Service issues
Please participate, ask questions and
think about it not only from the
employee standpoint, but also put
yourself in the position of the client.
3. Why do we lose Customers?
1. Customer dies – 1%
3. Customer has a friend
doing the same thing – 5%
2. Customer moves away – 3%
4. Competition takes them – 9%
5. Customer becomes
dissatisfied with your product
or service – 14%
68% of customer
defection takes
place because
customers feel
poorly treated or
not cared for
6. Customer feels you
just don’t care – 68%
The key: Turn customers into partners
(mutual benefit) and proactively seek input
rather than waiting for/reacting to feedback
after problems occur
• Organization should
measure success based on
customer retention (not
customer satisfaction)
• Satisfaction important to
retention but satisfied
customers not always
retained- more to it than
that!
• Customers leave even
though satisfied
– Curiosity of competition
– Variety
5. Customer Service & Quality Management
within a services oriented business
88% of employees would rather have someone else solve a customer
problem than do it themselves. –AP poll
6.
7.
8. What is Customer Service ?
The Perception of the customer is as important
as the reality!
Consistently meeting the customer’s expectations
What makes good customer service?
• Consistency
• Listening
• Don’t try to be all things to all
people
• Golden Rule
9.
10.
11.
12.
13.
14.
15.
16.
17.
18. Is Customer Service a discriminator for us?
• Is every employee here committed to customer
service?
• Are our customer’s successes our successes?
• Is high customer service part of our company
Culture?
• Are employees empowered to do what it takes to
accommodate their customers?
• Do we really put Customers First?
Satisfied vs. Loyal Customers
19.
20.
21. What is Quality Management?
Is quality management different in a services
vs. manufacturing environment?
A comprehensive and fundamental rule or belief, for
leading and operating an organization, aimed at
continually improving performance over the long
term by focusing on customers while addressing the
needs of all stakeholders.
22.
23. 8 Principles of Quality
Management
1. Customer Focused Organization
2. Leadership
3. Involvement of People
4. Process Approach
5. System Approach to Management
6. Continual Improvement
7. Factual Approach to Decision Making
8. Mutually Beneficial Supplier
Relationship
24.
25. Measuring Service Quality
Key Metrics for understanding quality
of service:
Tangibles
Reliability/Consistency
Responsiveness
Competence
Courtesy
Credibility
Security
Access
Communication
Understanding the Customer
26.
27.
28.
29. Infusing Quality and Customer
Service into our company Culture
• Establish Standards
• Establish Metrics
• Solicit Feedback – Customers, Employees,
Management, Peers
• Customer Quality Review Process
• Employee Training / Mentoring Program
• Reward Customer Service
• Hire the Right People
• Corporate “War” Stories
30. Summary
• Customer service is a moving target and you have
to continually adjust to the needs of others
• Approach customer service as a part of your
everyday must do’s
• Great customer service is no accident, it takes
employees and management to keep the energy going
• You have the skills, knowledge and experience
necessary to master the art of quality customer
service.